Customer Success Manager

As a Customer Success Manager at Swimlane, you will own the post-sale experience for a portfolio of enterprise customers, driving retention, expansion, and product adoption. You’ll act as a trusted advisor to security leaders, using AI-driven insights, CRM systems, and customer success platforms to proactively manage risk, deliver value, and scale impact.

You will work cross-functionally with Sales, Product, Support, and Operations, and serve as a key voice of the customer within the organization.

Own customer health, satisfaction, and net revenue retention targets

Drive adoption and value realization using product usage data, health scores, and predictive risk signals

Identify and mitigate churn risk through proactive, cross-functional action plans

Build strong relationships with executive sponsors and day-to-day users

Lead strategic customer reviews using clear, data-backed insights

Partner with Sales on renewals, expansions, and growth opportunities

Manage sales-to-delivery transitions and support new product rollouts

Track and escalate priority support issues while managing customer expectations

Maintain accurate customer data and success plans in CRM and Customer Success platforms